Douglas Hanna

Article Summary:

Auditing support tickets is a necessary part of customer service. Here are some ways to ensure good ticket audits.

Customer Service: Auditing Support Tickets

Auditing support tickets is a necessary part of customer service. If your company does a lot of support online, then it is even more important. A lot of companies, especially smaller ones, struggle with ticket auditing. The process can be complicated and time consuming.

Here are some of the best ways to have a successful ticket auditing process:

Have someone else do it.
While there are some benefits in having an employee's direct supervisor do ticket auditing, it sometimes better to get an outside perspective. The person doesn't have to be a consultant or someone that specializes in ticket auditing, but just another supervisor or customer service executive from your company.

Random and special.
I generally recommend doing audits on two types of tickets or cases:

  • Random tickets - Pick a random ticket from the list of resolved tickets or cases. Just pick a random one, regardless of any of the factors. Then, do the audit.
  • Special tickets - You should also audit special tickets. Special tickets are ones that have X number of replies, took too long to get resolved, had to be elevated, etc.

Have a purpose.
Your average audit is nice, but I think audits with a purpose are more effective. You want to have a purpose in mind. The purpose can be nearly anything, but I think it should be articulated. Your purpose can be to see why satisfaction levels have dropped 5%, look for additional things to add to training documentation, etc.

Write it down and put it into a document.
All audits should be written down. The general findings should be summarized and put into a document. The document should be sent to all employees. Hopefully, it will explain the purpose of the audit, what the auditors learned, future actions, etc. This way, everyone can get an idea of what happened and what was learned.

Tell employees if their ticket was audited.
I think it is good to tell an employee if their ticket was audited. Explain what happened, what was learned. Tell them where they did well, where they can improve, etc. You can turn the audit into a mini-coaching session.

Do it often.
Make a formal commitment to do audits of some sort every X months. If you can make a commitment to do audits regularly, it will really help.

Douglas Hanna is a customer service consultant. He writes about customer service and the customer service experience every weekday on his blog, Service Untitled. As a Principal at Service Untitled Group, Douglas has helped companies of all sizes improve their customer service since 2004. Douglas and Service Untitled have been featured on ABCNews.com, How to Change the World by Guy Kawasaki, and in The Web Host Industry Review. For more information about Douglas and what he does, please visit his blog at www.serviceuntitled.com.

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